Enhancing Customer Experience: Integrating Webinars With Assessments

A Winning Combination For Customer Experience

The webinar is today an essential tool for the majority of companies that wish to promote their activity and engage their community of customers. But it is possible to go much further than the webinar itself, thanks to assessment!

The Webinar: A Powerful Communication Tool

Webinars are a powerful tool for businesses looking to extend their reach, build credibility, and effectively interact with their target audience. Thanks to their interactive nature, companies are able to have direct exchanges with participants, promoting two-way communication and thus strengthening the trust and commitment of potential customers. All this, for a minimal cost. This event format provides a unique opportunity to share expertise, demonstrate products or services, and educate the public on specific topics, while positioning the company as a serious leader in its sector.

Webinars are particularly advantageous for their accessibility and cost-effectiveness. Unlike in-person events, they considerably reduce logistical costs such as room rental, travel, or catering. They can also reach a global audience without geographic constraints, thus maximizing participation and conversion opportunities.

The digital format and chat functionalities now systematically available in webinar animation tools give the ability to the host to provide additional information and resources in real time, and to encourage participants to click on CTAs such as, for example, to download a white paper or request a personalized meeting with a sales representative.

This flexibility makes webinars an essential marketing tool, capable of generating qualified leads, strengthening relationships with existing customers, and enhancing brand image, while at the same time optimizing Return On Investment. However, it is possible to enrich this experience to maximize the benefits and advantages.

Assessment For Webinars

Assessment is a powerful tool for increasing training, but it can also be used in different forms to increase the performance and attractiveness of webinars.

Polls

The survey is the most common evaluation when it comes to webinars. Most webinar hosting tools offer features that allow you to question participants live during the event. Surveys thus make it possible to collect information, such as their opinions, practices, etc., in order to use this information to enrich the content of the webinar itself. Surveys, therefore, are a particularly effective way to engage the public by making them actively participate in the webinar, and they are also relatively easy to set up.

Formative Assessment Quizzes

Formative assessment, through quizzes, is a tool that significantly enriches the acquisition of knowledge. As in a training course, this type of evaluation can be used in webinars. Some webinar animation tools allow you to create small quizzes consisting of a few questions. Otherwise, it is possible to use another tool to create more in-depth quizzes, with several types of questions, reminders of concepts, media, etc.

With a limited budget, and to be more pragmatic, it is also entirely possible to simply display questions on the screen, and then, after giving sufficient time to the participants to think, to give the answer while explaining the reasoning that leads to to the correct answer. This type of short quiz can be distributed throughout the webinar, at the end of each sequence, or simply at the end of the webinar to close the event.

Certification Assessment

Depending on the subject and objectives, certification assessments can also be used within the framework of webinars and can be a strong asset for promoting the event. In some countries, professionals are required to complete a certain number of hours of training each year, in insurance or real estate for example. If the webinar meets the regulatory requirements of the sector in question, then it is entirely possible to issue a certificate at the end of the webinar, allowing the participants who obtain it to validate their training time.

Once the webinar is finished, it will be necessary to retrieve the list of participants and the connection duration of each in order to filter and select only those who stayed long enough to be eligible to pass the assessment: a participant who only stayed a few minutes will not be able to obtain the training certificate! Participants will then be able to access the online evaluation via a link sent by email or SMS, or even directly using a QR code displayed at the end of the webinar. Depending on the percentage of success for each person, this assessment will automatically issue a certificate of success.

This assessment in digital format must obviously take place under controlled conditions with limited time per question, a predefined number of attempts, and a minimum score to achieve. The evaluation questionnaire will be composed of at least ten questions all of which concern concepts seen during the webinar. Of course, the assessment must be available and work correctly on computers, tablets, and smartphones! The combination of the webinar format and the certification assessment is a powerful way to promote expertise and products while placing the audience at the heart of the system.

Extend The Webinar

Microlearning

As with traditional training, it is entirely possible to use microlearning after a webinar to engage each learner sustainably on the topic covered. Microlearning is an excellent way to remind the audience of previous learning, while offering an additional service. Microlearning takes the form of brief and repeated requests over a time period (once a week for three months, for example). The prompts are in the form of mini-quizzes of one or two questions. With the right tools, microlearning is quite simple to set up and is fully automated and digitalized.

Training Assessment

A real training assessment process can also be implemented after a webinar, to collect feedback from participants and record their satisfaction with the event, and also to measure the impact of the webinar on the knowledge of the participants. Measuring participant satisfaction using surveys makes it possible to identify different areas of improvement for future webinars. Taking people’s opinions into account is also an excellent way to place their needs at the center of the process.

To go further and measure the true impact of the webinar, it is entirely possible to measure, through evaluations before and after the webinar, both hot and cold, the acquisition and retention of knowledge by the participants. The cold assessment, a few weeks or one month after the webinar, allows us to remind participants of their pleasant memories of the experience while also providing them with an analysis of their results and their progress, always adding a little more value to the webinar.